
Putting the "Cult" in Culture
I recently read an article discussing Ritz-Carlton Hotels' ability to develop their legendary customer service. In particular it mentioned daily 'line-ups'. Occurring both hotel wide and in each department, this daily reflection helps strengthen the brand and re-energizes the team for each day ahead. One of the first things I learned while studying great brands, from McDonald's to Marriott, a great way to build, and strengthen, a brand is by building a culture. Brands known f